#ICMIchat Recap: Dos and Don'ts of Contact Center Onboarding

Congratulations! You've made it through the recruiting interviewing, and hiring phase. Your new team of agents is heading in for their first day on the job. Your hard work is done, right? Wrong. Onboarding new agents effectively is one of the most critical parts of the hiring process. Get it right, and your agents and customers will thank you. Miss the mark, and your center will feel the negative effects.

Our #ICMIchat community spent some time pondering the dos and don'ts of onboarding in the contact center, and you'll find their tips in the recap below. Want to share what's worked well in your center? Leave your ideas in the comments!

Join us again next week as we chat about omnichannel customer service! Justin Robbins will lead the one hour chat. The conversation kicks off at 1pm ET every Tuesday. Just follow along on Twitter and use the hashtag #ICMIchat to participate.

Erica Strother Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings nearly ten years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!